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Bangor

    Bangor, ME- Desktop support Technician Level II - Heunets Inc

    Heunets Inc
    Heunets Inc Bangor, United States

    3 weeks ago

    Default job background
    Description

    Job Description:

    Desktop Support

    This position assists staff with technical support of desktop computers, applications, and related

    technology. Support includes specification, installation, and testing of computer systems and peripherals

    within established standards and guidelines. Activities require interaction with application software and

    operating systems to diagnose and resolve unique, non-recurring problems.


    • Partner will provide
    (a) High-level analysis and technical support for customers and their networked computers and

    peripherals.

    (b) Interface with multiple levels of end users, management, VIPs and local technical staff.


    Main Responsibilities include:
    Accurately testing, identifying, repairing, resolving, and documenting end user technical issues

    regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops

    Hands on role where expected to provide 1st line IT support services to the business community

    ensuring that all requirements are met within agreed service targets

    To provide infrastructure administration functions

    Providing on-site cover as part of a shift arrangement

    Being prepared to work out of hours when required and to provide out of hours on-call support

    cover as required

    Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and

    restoring settings and associated systems administration activities

    Taking ownership of issues through to resolution on all appropriate requests.

    Categorize and prioritize end user support requests and service requests by utilizing a Customer

    ticketing system to track tickets and provide up-to-date status and information.

    Move equipment associated with escalated help desk incidents and service requests

    Performing asset inventory activities as needed.

    Trains and orients staff on use of hardware and software.

    Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure

    longevity.

    Works with procurement staff to purchase hardware and software.

    This position requires the ability to work in a project-based environment requiring flexibility and

    teamwork. Performs other duties as assigned.


    • Technical Requirements
    Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone

    etc.

    Strong technical skills in Microsoft Windows desktop operating systems and business

    productivity applications i.e. Office

    Administration experience of MS Active Directory users & groups, policies and management

    concepts

    Effective communication by Engineer in English and local languages is mandatory


    • Soft Skills
    Strong written and verbal communication skills (English and local language)

    Ability to provide consistent, excellent customer support to entire staff, representing a variety of

    personalities and management levels

    Team Management for L1 resources

    An individual with a minimum of 3 years supervisory experience

    Strong customer service skills

    Ability to interact with customers so as to ensure that the service is polite, efficient and

    responsive

    Must be detail oriented and self-motivating

    A self-starter with ability to work on their own initiative

    To work through issues analytically to a successful conclusion


    • Desired Experience
    Deliverables to include ensuring the proper levels of run and maintain support and hands-on

    assistance for IT infrastructure projects /upgrades (workstations)

    Strong Microsoft Office skills (Outlook, Word, and Excel)

    Thorough understanding of Outlook's calendaring tool

    Understanding of Exchange functional accounts and how they are used within Microsoft

    technologies

    Background security check required

    Additional language skills (English and local language)

    Experience of managing and leading a geographically and culturally diverse team

    Teamwork

    Technical Expertise

    Interpersonal Effectiveness

    Concern for Order and Quality


    • Years of Experience
    At least 5-6 years of experience in the field or in a related area required

    Prior experience on Desktops, Workstations, Notebooks and Printers

    Collaboration experience including remote control of PCs and video conferencing knowledge


    • Certification requirements
    Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification

    ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change

    Management preferred


    • Education requirements
    Total: 3-4 years of University education post High school (B.Sc. or Diploma)

    Bachelors / Masters / Equivalent


    Required Skills:


    • Ticketing
    • Peripherals
    • Workstations
    • Office Administration
    • ITIL
    • CSS
    • Laptops
    • Customer Support
    • Video
    • Soft Skills
    • Ownership
    • Change Management
    • Active Directory
    • Deliverables
    • Operating Systems
    • Team Management
    • Infrastructure
    • Technical Support
    • Procurement
    • Troubleshooting
    • Security
    • Windows
    • Education
    • Teamwork
    • Administration
    • Software
    • Testing
    • Customer Service
    • Microsoft Office
    • Business
    • English
    • Communication
    • Management
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